Premium/private bankers

FNB called and sold me the idea of being a premium account holder with the benefit of having 24/7 bankers available to assist me. Each time esp in my time of need, none of the team members are able to assist. Each time I get that this department or that department is not available. My question is what then are they able to assist with cause the most crucial queries they can't. Why doesn't FNB have reps of the departments most needed. Like online banking,most people do their banking at night and if there's no one to assist me should I be blocked off what's the real point of having 24/ 7 bankers available??? Home loan dep is the most impossible to get hold of. They can't call you back neither do they pick up. So basically what's the point really. FNB please assist me in specifying what exactly can the bankers do. Regards